Operations Manager

Position Summary

The Operations Manager is responsible for overseeing daily operations across residential, commercial, and logistics services to ensure efficient, safe, and high-quality service delivery. This role drives operational excellence, workforce performance, customer satisfaction, and profitability while aligning with company values and growth objectives.

Key Responsibilities

Operations Oversight

- Manage day-to-day operations for:

Residential moves (local & long-distance)

- Commercial/office relocations

- Logistics, storage, and distribution services

- Ensure all jobs are staffed, scheduled, and executed efficiently

- Monitor dispatch, routing, and crew assignments to optimize productivity

- Oversee warehouse and storage operations, including inventory control

Team Leadership & Development

- Lead, coach, and develop operations staff including supervisors, drivers, movers, and warehouse personnel

- Conduct performance management, training, and disciplinary actions as needed

- Partner with HR on hiring, onboarding, and retention strategies

- Foster a culture of safety, accountability, and customer service excellence

Customer Experience

- Ensure high-quality service delivery and positive customer interactions

- Resolve escalated customer concerns and service issues

- Partner with sales and customer service teams to ensure seamless execution from booking to completion

Financial & Operational Performance

- Manage labor, equipment, and operational costs to meet budget targets

- Monitor key metrics (KPIs):

On-time performance

- Claims/damage ratios

- Labor efficiency

- Revenue per move/job

- Identify and implement process improvements to increase efficiency and profitability

Safety & Compliance

- Ensure compliance with DOT, OSHA , and all local/state/federal regulations

- Maintain safety programs, training, and incident reporting

- Oversee vehicle safety, maintenance coordination, and driver compliance

Logistics & Equipment Management

- Manage fleet utilization and maintenance coordination

- Ensure proper use and availability of moving equipment, materials, and supplies

- Oversee warehouse operations including receiving, storage, and shipment tracking

Cross-Functional Collaboration

- Partner with Sales, Customer Experience, Payroll, and HR teams to ensure alignment

- Support business growth initiatives, new service offerings, and operational scaling

- Participate in leadership meetings and strategic planning

Qualifications

Required

- 5+ years of operations management experience (moving, logistics, transportation, or related industry preferred)

- Strong leadership and team management experience

- Knowledge of residential and commercial moving operations

- Experience managing scheduling, dispatch, and workforce logistics

- Understanding of DOT and safety compliance requirements

- Strong problem-solving and decision-making skills

Preferred

- Experience in multi-site or multi-state operations

- Background in warehouse/logistics/distribution management

- Familiarity with CRM/dispatch systems (e.g., HubSpot, Movers Suite, or similar)

- Bachelor’s degree in Business, Logistics, or related field (or equivalent experience)

Key Competencies

- Leadership & accountability

- Operational efficiency & execution

- Customer focus

- Strategic thinking

- Communication & collaboration

- Adaptability in fast-paced environments

Working Conditions

- Combination of office, warehouse, and field environments

- May require early mornings, evenings, weekends, and on-call support

- Occasional travel between locations